IT Helpdesk Lead / Supervisor

IT Helpdesk Lead / Supervisor | Fulltime | Ada, MI - ONSITE
Locations: Ada, MI - ONSITE (10% travel to Schaumburg, IL)
Salary: $50,000 – $60,000
Benefits: Medical, dental, and vision coverage, 401k

The IT Helpdesk Lead / Supervisor is the operational anchor of client-facing service desk. This is a working lead role - you will carry your own ticket queue while also owning the quality, consistency, and throughput of the broader support team. You are the first escalation point for complex or sensitive issues, the coach who closes skill gaps on the floor, and the voice that sets the tone for how every client interaction is handled. This role requires a blend of technical competence and people leadership. You do not need to be an expert in every platform on day one, but you need to be credible enough to triage effectively, guide junior technicians through structured troubleshooting, and know when to escalate to the engineering team. Occasional onsite travel to client locations across Michigan and Illinois is a real and expected part of this job — and one that sets strong performers apart.

Onsite Support Expectations:
This role is primarily remote/hybrid but requires the flexibility to travel to client sites across Michigan and Illinois as needed — typically for new client onboardings, hardware deployments, network installations, or escalated issues that cannot be resolved remotely. Onsite visits are generally scheduled in advance with reasonable notice. A valid driver's license and reliable transportation are required. Mileage reimbursement is provided.
Typical onsite scenarios include: new client onboarding & network assessment, workstation and peripheral deployment, firewall/AP installation support, VIP end-user escalations, and compliance readiness walk-throughs.

Service Desk Leadership & Team Supervision

• Oversee daily service desk operations, including ticket queue management, technician assignments, workload balancing, and SLA adherence
• Act as the primary escalation point for Tier 2 issues; triage, resolve, or escalate to Senior Engineers with proper documentation
• Conduct regular 1:1 meetings and coaching sessions, providing feedback on ticket quality, communication, and resolution accuracy
• Monitor key helpdesk KPIs (first-contact resolution, handle time, backlog, client satisfaction) and drive continuous improvement
• Support hiring, onboarding, and performance evaluations in partnership with leadership
• Develop, maintain, and enforce SOPs, escalation paths, and communication standards to ensure consistent service delivery

Technical Support (Tier 1 & Tier 2)

• Independently resolve Tier 1 and Tier 2 issues including hardware/software troubleshooting, account management, connectivity, and application support
• Administer user lifecycle in JumpCloud and Microsoft Entra ID (Azure AD) (onboarding, offboarding, MFA, SSO, access control)
• Support Microsoft 365 services (Outlook, Exchange, Teams, OneDrive, SharePoint, licensing)
• Perform endpoint management via NinjaOne RMM (remote support, patching, scripting, alert response)
• Configure and support Cloudflare WARP and Zero Trust access policies
• Triage CrowdStrike Falcon alerts, contain threats, and follow incident response procedures
• Monitor and escalate Lumu threat intelligence alerts, ensuring proper documentation and response

Endpoint & Device Management

• Manage device enrollment and compliance using Microsoft Intune and JumpCloud MDM
• Support workstation imaging, deployment, and configuration aligned with security standards
• Troubleshoot hardware issues and coordinate warranties, RMAs, and replacement logistics
• Execute patch management cycles and escalate unresolved issues

Onsite Client Support

• Provide onsite support across Michigan and Illinois for deployments, onboarding, and escalations
• Conduct client environment assessments, including hardware inventory and network documentation
• Deliver white-glove support for executive-level users
• Maintain a high standard of professionalism in all client-facing interactions

Documentation & Process Improvement

• Maintain and enhance documentation in IT Glue and NinjaOne (runbooks, SOPs, network diagrams, escalation contacts)
• Develop and refine helpdesk playbooks to reduce recurring issues and escalations
• Generate weekly and monthly performance reports highlighting trends and improvement areas

Email Security & Messaging Defense

• Manage Check Point Avanan for cloud email security across Microsoft 365 and Google Workspace
• Conduct threat hunting to identify and remediate phishing, BEC, and account takeover attempts
• Maintain email authentication protocols (SPF, DKIM, DMARC) to protect domain reputation
• Enforce Data Loss Prevention (DLP) policies to safeguard sensitive information

Required Qualifications:

• 3–5 years of IT support experience, with at least 1 year in a lead, senior technician, or supervisory capacity
• Demonstrated ability to manage a ticket queue, prioritize competing requests, and hold a team accountable to SLA targets
• Strong Microsoft 365 administration skills: Exchange Online, Teams, SharePoint, OneDrive, and user/license management
• Working knowledge of Microsoft Entra ID (Azure AD): user lifecycle management, MFA, group-based access, and Conditional Access concepts
• Hands-on experience with at least one RMM platform for remote support, patching, and endpoint visibility
• Solid networking fundamentals: DNS, DHCP, TCP/IP, Wi-Fi troubleshooting, and VPN connectivity
• Excellent client-facing communication skills — written and verbal — with the maturity to de-escalate frustrated end users professionally
• Valid driver's license, reliable transportation, and willingness to travel to client sites in Michigan and Illinois as needed

Preferred Qualifications:

• Experience with NinjaOne RMM and IT Glue documentation platform
• Working knowledge of JumpCloud Directory Platform for user and device management
• Exposure to CrowdStrike Falcon, Lumu, or Cloudflare One in a support or administrative capacity

Microsoft certifications: MD-102, MS-102, or AZ-900

• CompTIA A , Network , or Security certification
• Experience in an MSP or MSSP environment with multi-client, multi-tenant tooling
• Familiarity with HIPAA, CMMC, or PCI-DSS end-user security requirements at a practical level

#Geval-IT

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• Relocation assistance

Work Location: In person

Salary : $50,000 - $60,000